Customer Care Operations Manager – Enterprise & SMB

eMinds; Dubai; On-site; AED 165,000 - 202,000; Full time

Job summary

eMinds in the UAE is seeking a Customer Care Operations Manager to lead end-to-end daily operations of a B2B customer care function for Enterprise and SMB customers. You will oversee multi-channel interactions and manage performance against SLAs, KPIs, and customer experience goals.

The role requires leadership of Team Leaders and Senior Analysts, close collaboration with Product, Technology, and Service Delivery teams, and a drive for continuous process improvements.

Qualifications

• Proven experience in Customer Care Operations, Contact Center Operations, Customer Service Operations, or B2B Service Operations.
• Strong experience managing Enterprise and/or SMB customer support operations.
• Demonstrated experience leading Team Leaders, Supervisors, Senior Analysts, and Customer Service Representatives.
• Strong knowledge of contact center KPIs, SLAs, queue management, case management, escalation management, quality, and workforce planning.
• Experience managing multi-channel customer support including voice, email, chat, digital channels, and complaints.
• Strong background in operational governance, process improvement, performance management, and customer experience.
• Ability to manage complex and business-critical customer escalations involving multiple internal stakeholders.
• Strong cross-functional stakeholder management and communication skills.

Responsibilities

• Manage the end-to-end daily operations of the Enterprise & SMB Customer Care / Contact Center function.
• Oversee customer interactions across calls, emails, chat, WhatsApp, complaints, service requests, orders, and escalations.
• Lead and manage Team Leaders / Senior Analysts, ensuring supervision, coaching, performance management, and development.
• Monitor daily operational performance, including SLAs, KPIs, queue performance, case aging, productivity, quality, staffing, and customer experience metrics.
• Manage high-priority incidents to ensure timely resolution.
• Ensure adherence to SOPs, policies, customer care standards, security requirements, escalation matrices, and governance.
• Identify and implement improvements across business processes, customer journeys, workflows, handoffs, and operating procedures.
• Review requirements related to process changes, system enhancements, projects, and Statements of Work (SOWs) and provide input.
• Support new product, service, package, system, and channel launches ensuring readiness.
• Collaborate with cross-functional teams including Product, Technology, Service Delivery, Network Operations, Order Management, Sales, Collections, Quality, Training, WFM, and Governance.
• Drive resolution of bottlenecks, ownership gaps, delayed responses, and cross-functional dependencies.
• Review team performance and implement corrective and preventive actions for gaps in service, productivity, quality, and compliance.
• Manage resource planning, manpower allocation, recruitment, onboarding priorities, and staffing shortages escalations.
• Support employee engagement, capability development, retention, and a high-performance culture.
• Prepare and consolidate operational reports, dashboards, risks, issues, improvement plans, and management updates.
• Identify training needs and ensure teams are prepared for product/system/process changes.

Skills

Customer Care Ops

Contact Center Ops

B2B Support

Enterprise Support

Service Delivery

Escalation Mgmt

KPI Management

Workforce Management

Omnichannel Support

Job description

Customer Care Operations Manager – Enterprise & SMB

Location: UAE

Monthly Salary: AED 18,000

Function: Business Care / Customer Operations

Job Purpose

We are seeking an experienced Customer Care Operations Manager to lead the end-to-end daily operations of a B2B customer care function supporting Enterprise and SMB customers.

The role is responsible for ensuring effective management of customer interactions across multiple channels, achievement of service levels and operational KPIs, escalation management, workforce readiness, process governance, stakeholder coordination, and continuous improvement of the overall customer experience.

The successful candidate will lead Team Leaders / Senior Analysts and customer service teams, while working closely with multiple business and technical functions to ensure timely resolution of customer issues and consistent service delivery.

Key Responsibilities

• Manage the end-to-end daily operations of the Enterprise & SMB Customer Care / Contact Center function.
• Oversee customer interactions across calls, emails, chat, WhatsApp, complaints, service requests, orders, and escalations.
• Lead and manage Team Leaders / Senior Analysts, ensuring effective supervision, coaching, performance management, and development of customer service teams.
• Monitor daily operational performance, including SLAs, KPIs, queue performance, case aging, productivity, quality, staffing levels, and customer experience metrics.
• Manage and elevate high-priority, chronic, executive, and business-critical customer incidents to ensure timely resolution.
• Ensure adherence to operational SOPs, policies, customer care standards, security requirements, escalation matrices, and governance frameworks.
• Identify and implement improvements across business processes, customer journeys, workflows, handoffs, and operating procedures.
• Review operational requirements related to process changes, system enhancements, projects, business requirements, and Statements of Work (SOWs) and provide operational input.
• Support new product, service, package, system, and channel launches, ensuring operational, staffing, system, and training readiness.
• Collaborate with cross-functional teams including Product, Technology, Service Delivery, Network Operations, Order Management, Sales, Collections, Quality, Training, Workforce Management (WFM), and Governance.
• Drive resolution of operational bottlenecks, ownership gaps, delayed responses, and cross-functional dependencies affecting customer service.
• Review team performance and implement corrective and preventive action plans to address service, productivity, quality, and compliance gaps.
• Manage resource planning, manpower allocation, recruitment requirements, onboarding priorities, and staffing shortage escalations.
• Support employee engagement, capability development, retention, and a high-performance customer service culture.
• Prepare and consolidate operational reports, performance dashboards, risks, key issues, improvement plans, and management updates.
• Identify training and development requirements and ensure teams are prepared for changes in products, systems, channels, and processes.

Candidate Profile

• Proven experience in Customer Care Operations, Contact Center Operations, Customer Service Operations, or B2B Service Operations.
• Strong experience managing Enterprise and/or SMB customer support operations.
• Demonstrated experience leading Team Leaders, Supervisors, Senior Analysts, and Customer Service Representatives.
• Strong knowledge of contact center KPIs, SLAs, queue management, case management, escalation management, quality, and workforce planning.
• Experience managing multi-channel customer support, including voice, email, chat, digital channels, and complaints.
• Strong background in operational governance, process improvement, performance management, and customer experience.
• Ability to manage complex and business-critical customer escalations involving multiple internal stakeholders.
• Strong cross-functional stakeholder management and communication skills.
• Experience within Telecommunications, Technology, Managed Services, or a large B2B service environment is highly preferred.

Key Skills

Customer Care Operations | Contact Center Operations | B2B Customer Service | Enterprise Customer Support | Service Delivery | Escalation Management | SLA & KPI Management | Workforce Management | Customer Experience | Process Improvement | Operational Governance | Performance Management | Resource Planning | Stakeholder Management | Omnichannel Customer Support